IDEAS home Printed from https://ideas.repec.org/a/gam/jadmsc/v8y2018i4p73-d185154.html
   My bibliography  Save this article

How Quality Management System Components Lead to Improvement in Service Organizations: A System Practitioner Perspective

Author

Listed:
  • Wai Ming To

    (School of Business, Macao Polytechnic Institute, Macao, China)

  • Billy T. W. Yu

    (School of Business, Macao Polytechnic Institute, Macao, China)

  • Peter K. C. Lee

    (Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Hong Kong, China)

Abstract

Service organizations use quality management systems as a part of their overall strategies to improve business processes and operations management. Nevertheless, how quality management components lead to improvement and whether task conflicts influence quality management components have not yet been identified clearly. This paper examines the mechanisms that link different quality management components to improvement and the role of task conflict in the mechanisms. Data were collected from 495 employees responsible for quality management in Macao’s service organizations. Results from structural equation modeling showed that leadership i.e., the supportive behaviors of top management towards quality management has direct, significant effects on quality management components such as process approach, engagement of people, relationship management, and evidence-based decision making while customer focus has the largest total effect on improvement. On the other hand, task conflict was weakly but significantly related to relationship management. The study provides a deeper understanding of how quality management works in service contexts.

Suggested Citation

  • Wai Ming To & Billy T. W. Yu & Peter K. C. Lee, 2018. "How Quality Management System Components Lead to Improvement in Service Organizations: A System Practitioner Perspective," Administrative Sciences, MDPI, vol. 8(4), pages 1-14, November.
  • Handle: RePEc:gam:jadmsc:v:8:y:2018:i:4:p:73-:d:185154
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2076-3387/8/4/73/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/2076-3387/8/4/73/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Michael W. Browne & Robert Cudeck, 1992. "Alternative Ways of Assessing Model Fit," Sociological Methods & Research, , vol. 21(2), pages 230-258, November.
    2. Wang, Chung-Jen & Tsai, Huei-Ting & Tsai, Ming-Tien, 2014. "Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity," Tourism Management, Elsevier, vol. 40(C), pages 79-89.
    3. Seungkyum Kim & Changho Son & Byungun Yoon & Yongtae Park, 2015. "Development of an Innovation Model Based on a Service-Oriented Product Service System (PSS)," Sustainability, MDPI, vol. 7(11), pages 1-23, October.
    4. W. To & Joyce Tam & Millissa Cheung, 2013. "Explore how Chinese consumers evaluate retail service quality and satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 121-142, March.
    5. Tjosvold, Dean & Law, Kenneth S. & Sun, Haifa, 2006. "Effectiveness of Chinese Teams: The Role of Conflict Types and Conflict Management Approaches," Management and Organization Review, Cambridge University Press, vol. 2(2), pages 231-252, July.
    6. Hyunjin Kang & Bowon Kim & Yun Shin Lee, 2017. "Suppliers' corporate ability and consumer evaluations of a manufacturer," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 27(1), pages 19-34.
    7. Dean Tjosvold & Kenneth S. Law & Haifa Sun, 2006. "Effectiveness of Chinese Teams: The Role of Conflict Types and Conflict Management Approaches," Management and Organization Review, The International Association for Chinese Management Research, vol. 2(2), pages 231-252, July.
    8. Jean Hartley, 2005. "Innovation in Governance and Public Services: Past and Present," Public Money & Management, Taylor & Francis Journals, vol. 25(1), pages 27-34, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Elena Lascu & Irina Severin & Florina Daniela Lascu & Razvan Adrian Gudana & Gabriela Nalbitoru & Nicoleta Daniela Ignat, 2021. "Framework on Performance Management in Automotive Industry: A Case Study," JRFM, MDPI, vol. 14(10), pages 1-20, October.
    2. Irene Schettini & Gabriele Palozzi & Antonio Chirico, 2020. "Enhancing Healthcare Decision-Making Process: Findings from Orthopaedic Field," Administrative Sciences, MDPI, vol. 10(4), pages 1-20, November.
    3. Florin Stîngă & Irina Severin & Ioana Alina Mitrache & Elena Lascu, 2020. "Redesign of the Curing Area of the Tire Manufacturing Process," Sustainability, MDPI, vol. 12(17), pages 1-22, August.
    4. Martínez-Zarzuelo, Angélica & Rodríguez-Mantilla, Jesús Miguel & Fernández-Díaz, María José, 2022. "Improvements in climate and satisfaction after implementing a quality management system in education," Evaluation and Program Planning, Elsevier, vol. 94(C).
    5. Luminita Popescu & Claudiu George Bocean & Anca Antoaneta Vărzaru & Costin Daniel Avram & Anica Iancu, 2022. "A Two-Stage SEM—Artificial Neural Network Analysis of the Engagement Impact on Employees’ Well-Being," IJERPH, MDPI, vol. 19(12), pages 1-15, June.
    6. Adam Sulich & Letycja Sołoducho-Pelc & Marcos Ferasso, 2021. "Management Styles and Decision-Making: Pro-Ecological Strategy Approach," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    7. Aawag Mohsen Alawag & Wesam Salah Alaloul & M. S. Liew & Abdullah O. Baarimah & Muhammad Ali Musarat & Al-Baraa Abdulrahman Al-Mekhlafi, 2023. "The Role of the Total-Quality-Management (TQM) Drivers in Overcoming the Challenges of Implementing TQM in Industrialized-Building-System (IBS) Projects in Malaysia: Experts’ Perspectives," Sustainability, MDPI, vol. 15(8), pages 1-21, April.
    8. Ng Kim-Soon & Salama A. Mostafa & Mohammad Nurunnabi & Lim Hui Chin & Nallapaneni Manoj Kumar & Rabei Raad Ali & Umashankar Subramaniam, 2020. "Quality Management Practices of Food Manufacturers: A Comparative Study between Small, Medium and Large Companies in Malaysia," Sustainability, MDPI, vol. 12(18), pages 1-26, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Alfred Wong & Lu Wei & Dean Tjosvold, 2014. "Business and regulators partnerships: Government transformational leadership for constructive conflict management," Asia Pacific Journal of Management, Springer, vol. 31(2), pages 497-522, June.
    2. Choi, Yoona & Cui, Lin & Li, Yi & Tian, Xizhou, 2020. "Focused and ambidextrous catch-up strategies of emerging economy multinationals," International Business Review, Elsevier, vol. 29(6).
    3. Angels Niñerola & Ana-Beatriz Hernández-Lara & María-Victoria Sánchez-Rebull, 2022. "Top Management Team Diversity and International Expansion: Spanish Companies in China," SAGE Open, , vol. 12(1), pages 21582440211, January.
    4. Ting Yu & Xueling Li, 2022. "RETRACTED ARTICLE: The relationship between organizational improvisation and economic performance by moderating effects of regional economic level, market environment and cultural background: a meta-a," Operations Management Research, Springer, vol. 15(3), pages 965-982, December.
    5. De Cock, Robin & Denoo, Lien & Clarysse, Bart, 2020. "Surviving the emotional rollercoaster called entrepreneurship: The role of emotion regulation," Journal of Business Venturing, Elsevier, vol. 35(2).
    6. Wang, Longwei & Yeung, Jeff Hoi Yan & Zhang, Min, 2011. "The impact of trust and contract on innovation performance: The moderating role of environmental uncertainty," International Journal of Production Economics, Elsevier, vol. 134(1), pages 114-122, November.
    7. Aimen Mairaj & Danish Ahmed Siddiqui, 2020. "Conflict Resolution Strategies and Workplace Frustration and Organizational Citizenship Behavior: The Moderating Role of Emotional Intelligence," Human Resource Research, Macrothink Institute, vol. 4(1), pages 233-268, December.
    8. Jielin Yin & Meng Qu & Miaomiao Li & Ganli Liao, 2022. "Team Leader’s Conflict Management Style and Team Innovation Performance in Remote R&D Teams—With Team Climate Perspective," Sustainability, MDPI, vol. 14(17), pages 1-14, September.
    9. Haiyang Li & Jun Li, 2009. "Top management team conflict and entrepreneurial strategy making in China," Asia Pacific Journal of Management, Springer, vol. 26(2), pages 263-283, June.
    10. Chen, Ming-Huei & Chang, Yu-Yu & Lo, Ya-Hsun, 2015. "Creativity cognitive style, conflict, and career success for creative entrepreneurs," Journal of Business Research, Elsevier, vol. 68(4), pages 906-910.
    11. Ku, Edward C.S. & Chen, Fei-Hung & Wei, Kirsten, 2014. "Transition process activities and team efficacy of flight attendants," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 119-125.
    12. Yuntao Bai & Guohong Helen Han & P. D. Harms, 2016. "Team Conflict Mediates the Effects of Organizational Politics on Employee Performance: A Cross-Level Analysis in China," Journal of Business Ethics, Springer, vol. 139(1), pages 95-109, November.
    13. Rubén Trigueros & José M. Aguilar-Parra & Adolfo J. Cangas & Joaquín F. Álvarez, 2019. "Validation of the Scale of Emotional States in the Physical Education Context," Sustainability, MDPI, vol. 11(18), pages 1-13, September.
    14. Skallerud, Kåre & Korneliussen, Tor & Olsen, Svein Ottar, 2009. "An examination of consumers’ cross-shopping behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 181-189.
    15. Morosan, Cristian, 2016. "An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 120-128.
    16. Rinor F. Kurteshi, 2018. "Information Sources Supporting Innovation In The Public Sector: The Case Of Kosovo," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 3(2), pages 22-31, September.
    17. Petteri Repo & Kaisa Matschoss, 2019. "Social Innovation for Sustainability Challenges," Sustainability, MDPI, vol. 12(1), pages 1-12, December.
    18. Jun Hong Park & Sang Ho Kook & Hyeonu Im & Soomin Eum & Chulung Lee, 2018. "Fabless Semiconductor Firms’ Financial Performance Determinant Factors: Product Platform Efficiency and Technological Capability," Sustainability, MDPI, vol. 10(10), pages 1-22, September.
    19. Elena Madeo, 2021. "The Role of Crowdfunding for New Funding Challenges in Public Universities: An Italian Case Study," Journal of Education for Sustainable Development, , vol. 15(2), pages 186-205, September.
    20. chatterjee, susmita, 2017. "Empowerment translated to transition," MPRA Paper 80067, University Library of Munich, Germany.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jadmsc:v:8:y:2018:i:4:p:73-:d:185154. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.